Recent searches


No recent searches

Chris Curlett's Avatar

Chris Curlett

Joined Jun 23, 2022

·

Last activity Feb 05, 2024

Following

0

Followers

0

Total activity

41

Votes

3

Subscriptions

16

ACTIVITY OVERVIEW

Latest activity by Chris Curlett

Chris Curlett commented,

CommentCustom data

We are up to 150 records in one of our objects and we have lots of data in them using custom fields. We need a way to view all records AND their data. The custom object page only shows name, created date and modified data. We need to be able to add columns to show more data on this page. We also need to be able to sort and filter from here too, as well as export records to CSV.

As a workaround, we are using PowerBi. I had to set up a query to traverse all pages and combine the results and convert to a table. I really wish this was something we could just to directly in Zendesk. 

 

Ashwin Raju is there any plan to add this functionality to Zendesk?

View comment · Posted Feb 05, 2024 · Chris Curlett

0

Followers

1

Vote

0

Comments


Chris Curlett commented,

Community comment Q&A - Reporting and analytics

Ashwin Raju    Hi Ashwin, looping you on this post in case you have any insight. Thanks!

View comment · Posted Jan 05, 2024 · Chris Curlett

0

Followers

0

Votes

0

Comments


Chris Curlett commented,

Community comment Q&A - Reporting and analytics

Stephan Marzi Hi Stephan thanks for the response. I did not limit the time period but I did filter on the ticket Form that uses this field, and each of the tickets using this form has a an IT Item selected. 

I have a trigger that copies the custom object ID into a hidden field on that form, and if I change the Column on this report to that field, every single ticket has a value, which also helps to confirm that every one of these tickets has an object selected. 

I'm really just at a loss here, as this report was working fine recently. 

- CJ

 

View comment · Posted Jan 05, 2024 · Chris Curlett

0

Followers

0

Votes

0

Comments


Chris Curlett created a post,

Post Q&A - Reporting and analytics

Hi All

We started using Custom Objects a couple weeks ago on one of our ticket forms. With this Form, an IT Item is selected on every ticket using a Lookup Relationship field. I created a View and confirmed that an IT Item has been selected on every ticket. IT Item is the custom object.

I created a report in Explore to see how often each IT Item has been used, and it appears it's not showing the selected object for most tickets. It's only bringing over the selection for that field in a small handful of tickets.

What am I doing wrong here?

 

 

As you can see, the big bar at the top shows nothing selected in the lookup field, but I confirmed every one of these tickets has an object record selected. 

 

Any help here would be very much appreciated 

Posted Jan 03, 2024 · Chris Curlett

1

Follower

5

Votes

7

Comments


Chris Curlett commented,

Community comment Feedback - Ticketing system (Support)

Hello Zendesk Community. I would like to chime in here and encourage the Zendesk team to offer some sort of solution to this issue. We are using Zendesk as an internal enterprise support tool, so no public facing support. Since we've launched, more and more groups within the organization have adopted using Zendesk (which is exciting for me!) but now more than 10% of our company is either an Agent or Light Agent. 

This means 10% of our organization cannot rate the service they've received from one of our support teams. Our Agents who use the tool to provide support are more likely to use the tool to request support. This means we are missing out on a significant portion of support quality feedback.

We need one of two solutions:

1. Allow Agents to submit surveys. We can already prevent surveys from being offered when the Assignee and the Requester are the same person. I'm not worried about people "gaming" the system.

2. Allow us to prevent surveys being offered to Agents. People are getting confused when they try to rate a ticket and they're getting "access denied". 

I looked through the automation conditions, and the ticket trigger conditions, and I'm not seeing the option to set Requester > Is not > (Agent). Perhaps somebody has already found a solution to this and can share here. 

Thanks!

View comment · Posted Dec 21, 2023 · Chris Curlett

0

Followers

2

Votes

0

Comments


Chris Curlett commented,

CommentTicket customization

Now that some new functionality has been released, we're getting ready to start using custom object in our normal workflows (great job Zendesk team on the progress!)
In Explore, I would like to be able to report on fields in custom objects. 

 

Example 1

For Software custom object I have an item category field (Cloud application, desktop application, finance application, IT hardware, etc.). I also have Yes/No fields for SOX system and GxP system. 

I would like to set up a report for last week's Request tickets for software requests, and break them down by category. I would also like to see open Change requests and break them down by SOX system, GxP system, or neither. 

 

Do we know if Explore can pull custom object field values? 

Looping in Ashwin Raju, who's been very helpful in answering questions. Thanks!

 

View comment · Posted Oct 17, 2023 · Chris Curlett

0

Followers

0

Votes

0

Comments


Chris Curlett created a post,

Post Discussion - Tips and best practices from the community

Hi All

I've been playing around with some of the added functionality to lookup fields and custom objects in general. I really like the idea of creating a tree of related tickets and I'm looking for some use cases for my org. 

 

Question:

If I have one or more source tickets linked to a related ticket, and I have the related ticket open, how do I see all of the source tickets it's related to?

 

Example:

Ticket A (source) has a lookup field with ticket Z (related) selected.

Ticket B has a lookup field with ticket Z selected.

Ticket C has a lookup field with ticket Z selected. 

If I'm looking at ticket A, B, or C, I can see ticket Z in the lookup relationship field. 

If I'm looking at ticket Z, I am not able to see tickets A, B, or C. 

Maybe I'm missing something?

 

Use case:

(layer 1) Employee Onboarding request

(layer 2) Tickets handled by different groups for: Laptop, Software, order home equipment, all related to layer 1 ticket

It was be great to look at the primary employee onboard request and see all of the related tasks associated with it.

Posted Oct 13, 2023 · Chris Curlett

1

Follower

5

Votes

1

Comment


Chris Curlett commented,

Community comment Q&A - Tickets and email

Looping in Ashwin Raju in case you might be able to give some incite, since I this would be related and useful for new custom objects as well. 

View comment · Posted Jun 12, 2023 · Chris Curlett

0

Followers

1

Vote

0

Comments


Chris Curlett commented,

CommentTriggers and automations

Hi Lou

 

I would love to help if I can! I see a couple of issues here:

1. I looks like you're taking a different approach than what I do. It looks to be like you're trying to add a new comment action directly in your URL. I would change your URL to:

https://[domain].zendesk.com/api/v2/tickets/{{ticket.id}}

and nothing else. In order for this to work, you ONLY need the trigger to have the ticket point back to itself. 

 

Your action will be in the JSON payload. Copy and paste this as your template, and replace [type your comment here] with whatever you want the comment to say.

{
"ticket": {
"comment": { "body": "[type your comment here]", "public": false }
}
}

 

2. This is the more important point, HTTP Targets are no longer supported by Zendesk. You have to use Webhooks now as of just over a year ago. When this happened, myself and everyone else had to go make webhooks to replace all of the HTTP Targets I was using. The Webhook is simple, here's a screenshot of one of mine as an example: 

 

View comment · Posted Jun 09, 2023 · Chris Curlett

0

Followers

2

Votes

0

Comments


Chris Curlett created a post,

Post Q&A - Tickets and email

Hi all. I'm usually able to figure out just about anything on my own, but I'm struggling with this one and could use some help!

If I'm using a lookup relationship field in a ticket form, I would like to create trigger that automatically populates a ticket field with an attribute from the related object. Here are some use cases:

A - A user requests a piece of software. The Agent selects the application's custom object, and I want the name of the approver to be copied into the "Approver" field. 

B - I have a Requested For field (this is used for when the Requester is different than the person the request is for) and it is a lookup field that points to customer records. I would like the Email address of the Requested For user to be copied into a dedicated ticket field, and would like the user ID to be copied into a hidden field. 

C - Employee Onboarding. I would like the manager to be the Requester, and I would like the New Hire to be a lookup field that links to a customer record. I would like all of the New Hire's employee details (in custom user fields) to be copied into fields on the ticket form. 

 

There are several more use cases that I would like to use this functionality for, but the key piece that's missing for me is "How do I set up a trigger that goes and grabs data from a related object field and copy it into a ticket field?". I should also state that I am comfortable with webhook and JSON, but would prefer to accomplish this without using a third-party app. I'm already spending close to $20k on apps to fill in the gaps of Zendesk functionality. 

Thanks in advance!

 

- CJ

 

Posted Jun 09, 2023 · Chris Curlett

5

Followers

11

Votes

5

Comments